Manager – Enterprise Service Management and Autonomous Platforms

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org

Business Unit Overview — ITS

The mission of the Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) is to leverage information and technology as a force multiplier to accelerate, deepen, and sustain development impact. Their vision is to harness information and technology for a world free of poverty on a livable planet. For more information on ITS, check this video: https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w. 

Department Context

The World Bank Group Technology Office (ITSTO) defines and executes the technology strategy for the World Bank Group, ensuring that technological investments and standards deliver secure, resilient, and efficient platforms to support global operations. Through strategic planning, enterprise architecture, platform engineering, and core infrastructure management, ITSTO aligns technology initiatives with the Bank Group’s mission and business objectives.

ITSTO drives technology-enabled innovation, modernizes infrastructure, and enhances organizational agility. By fostering collaboration across all World Bank Group entities—including IBRD, IDA, IFC, MIGA, and ICSID—ITSTO leverages technology as a catalyst for accelerating development impact and advancing digital transformation. Its leadership ensures that technology serves as a strategic enabler for achieving the Bank Group’s development goals, empowering the institution to address emerging challenges and opportunities with greater efficiency and effectiveness.

Unit Context

The unit is responsible for designing, implementing, and continuously enhancing IT service management (ITSM) processes and tools across the World Bank Group. The team ensures that IT services are delivered efficiently, reliably, and in alignment with business needs, leveraging industry best practices such as ITIL.

Beyond its core responsibilities, the team plays a pivotal role in advancing hyper automation and Robotic Process Automation (RPA) within the organization. By integrating automation technologies into ITSM processes, the team automates repetitive, manual tasks, streamlines workflows, and accelerates incident resolution and service request fulfillment. This approach enables IT Service Management to deliver faster, more consistent, and higher-quality services while reducing operational costs and minimizing human error.

Collaboration with business and technology stakeholders is central to the team’s work, ensuring that automation solutions are scalable, secure, and aligned with organizational priorities. Through the adoption of RPA and hyper automation, the team supports the World Bank Group’s digital transformation agenda, driving continuous improvement, enhancing agility, and enabling the organization to respond effectively to evolving business needs.

By championing automation best practices and fostering a culture of innovation, the team ensures that service management processes remain future-ready and value-driven, positioning the World Bank Group to maximize the benefits of digital technologies in delivering world-class IT services.

Duties and Responsibilities

The Manager leads the development, implementation, and optimization of ITSM processes and tools. This role is responsible for setting the vision and direction for IT service management, ensuring alignment with organizational goals, and leading a team of ITSM professionals. The manager oversees service delivery, process improvement, and governance, ensuring that IT services meet the highest standards for quality, reliability, and user satisfaction.

In addition to these core responsibilities, the Manager is accountable for driving the adoption and integration of Robotic Process Automation (RPA), adaptive process orchestration platforms, and custom agentic platforms for autonomous backbone initiatives. This includes identifying opportunities to automate repetitive and manual tasks, streamlining workflows, and leveraging advanced automation technologies to enhance service delivery and operational efficiency. The manager ensures that hyper automation initiatives are strategically aligned with the organization’s digital transformation agenda and are implemented in a secure, scalable, and sustainable manner.

Key Responsibilities:

- Develop and execute the ITSM, hyper automation and Business-Led-IT strategy and annual roadmap, ensuring alignment with organizational objectives and digital transformation goals.

- Oversee the selection, deployment, and optimization of ITSM tools and platforms, including automation solutions that support hyper automation, RPA, and agentic workflows.

- Lead the design, implementation, and continuous improvement of ITSM processes (e.g., incident, problem, change, request, and asset management) based on industry best practices such as ITIL, while embedding automation opportunities to optimize service management.

- Direct comprehensive asset management strategies for hardware, software, cloud, and AI assets, encompassing lifecycle management, compliance, risk mitigation, and audit oversight.

- Lead and optimize sustainability initiatives, stewarding responsible IT resource use, centralized reporting, lifecycle transparency, and compliance with regulatory standards

- Develop frameworks that empower business units to securely develop, extend, and maintain digital solutions using low-code, no-code, and citizen development platforms.

- Lead the Hyper-automation Center of Excellence to govern, scale, and integrate RPA, intelligent automation, agentic AI, and unified workflow solutions.

- Guide strategy, deployment, and governance of agentic AI, ensuring safe, ethically aligned, and value-driven automation throughout IT and business domains.

- Identify, prioritize, and implement automation use cases within ITSM, collaborating with stakeholders to ensure that automation delivers measurable improvements in efficiency, accuracy, and user experience.

- Ensure IT services are delivered efficiently, reliably, and in alignment with business needs and user expectations, leveraging automation to reduce manual effort and accelerate service delivery.

- Monitor service performance, user satisfaction, and operational metrics, driving continuous improvement initiatives, and using automation analytics to inform decision-making.

- Partner with business and IT stakeholders to translate requirements into service management and automation solutions, supporting major technology and digital transformation initiatives.

- Enforce governance, risk management, and regulatory compliance across all ITSM and automation activities, ensuring that automation solutions adhere to organizational standards and policies.

- Communicate complex service management and automation concepts to non-technical audiences to support organizational change, and adoption initiatives.

- Build, mentor, and empower a diverse, high-performing team to deliver program objectives, ensuring clarity of roles, skills development, and alignment with strategic priorities.

- By championing RPA and hyper-automation, the Manager ensures that ITSM processes and automation platforms remain future-ready, value-driven, and positioned to maximize the benefits of digital technologies in delivering world-class IT services.

Within the first year, this leader will deliver the following:

- Develop and implement a comprehensive roadmap - Design and launch a detailed roadmap that aligns ITSM and hyper-automation initiatives with the World Bank Group’s strategic objectives and digital transformation priorities. This roadmap guides technology investment, modernization, and future planning. The leader defines baselines and success metrics, monitors progress regularly, and requests feedback from stakeholders to maintain the roadmap's alignment with current objectives.

- Deploy an intake workflow for business-led IT requests and launch accelerators and self-service capabilities for the top three use cases.

- Advance the software asset management strategy and implement a roadmap to replace the legacy system.

- Develop a framework and approach for discovering and managing the lifecycle of AI assets.

- Deliver a SAFe-aligned change and release management framework and pilot the integration of change enablement into CI/CD pipelines for two lines of business.

- Validate platform-to-application dependency mapping for all time-critical platforms and deploy revised incident categorization and governance processes to enhance data accuracy and insights.